MLB.TV Support Forum and Customer Service

Media Player Questions

Which Media Player do I need to play media on MLB.com?

To watch or listen to MLB.com multimedia content and/or live and archived MLB.TV, MLB.TV Premium, or MLB.com Gameday Audio feeds, we recommend installing the latest Adobe Flash Player on your computer. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player.
See the System Requirements for additional details.

Where can I download Adobe Flash Player?

Can I watch my game feed in my computer's media player, or do I have to use the player launched by MLB.com?

We recommend users utilize the MLB.com native player. Alternative players are not supported, and may not function properly.

How do I view MLB.TV games in Full Screen?

To view a game in Full Screen, click on the square icon in the bottom right corner of the Media Player. Once in Full Screen, to go back to the default player size press the ESC key on your keyboard.

If you do not see the square icon on the bottom of your media player, the zoom functionality of your browser may be zoomed in too much to see the entire media player. To resolve this, go to your browser's "View" menu and select either "100%" or "Actual Size" to restore the browser to the default view.

What software should I keep up to date for the best MLB.TV functionality?

To receive the best performance from MLB.TV make sure to update Adobe Flash Player, and your Internet browser. Download links are available on the MLB.TV Download Center. To access the MLB.TV Download Center, scroll your mouse over the "MLB.TV" tab on the top of most MLB.com pages, then click on "MLB.TV Download Center".

To download the latest version of Adobe Flash Player, click on the "Download" button in the Flash Player section on the left side of the page. From here, follow the prompts on Adobe's website to update Adobe Flash Player.

Keep in mind that on Windows, the installation for Adobe Flash Player is separate for Internet Explorer and Firefox (or any other Internet browser), so you may need to install or update Adobe Flash Player within each browser.

We also recommend keeping your operating system up to date by running either a Windows Update on Windows computers, or Software Update if you are using a Mac.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:
Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

Browser Questions

How do I delete my browser's cache?

If you are having difficulty accessing MLB.com, including MLB.TV or MLB.com Gameday Audio, you should clear out your browser's cache. If you receive a "Page Cannot Be Displayed" or similar error message, deleting your browser's cache may solve the problem. Here is how to clear the cache in the most popular browsers supported by MLB.com:

Internet Explorer

Click on the Tools menu and select Internet Options

In the General Tab, under the Browsing History section, click Delete

Click the Delete Files button next to Temporary Internet Files

Click Yes

Firefox (PC and Mac)

Click the "Tools" menu

Select "Clear Recent History"

Select "Everything" in the drop down menu on the top right of the new window

Click on the arrow next to "Details" to list more options

Check the box next to "Cache" and click on "Clear Now"

Google Chrome (PC)

Click the Tools menu

Select "Clear browsing data"

Check the box next to "Empty the cache"

Click "Clear Browsing Data"

Google Chrome (Mac)

Click the Chrome menu

Select "Clear browsing data"

Check the box next to "Empty the cache"

Click "Clear Browsing Data"

Safari 5

Click the Safari menu and select Empty Cache

Click Empty

Safari 6

Click the Safari menu and select Preferences

In the Preferences menu click on the "Advanced" tab

Check the box next to "Show Develop menu in menu bar"

In the Develop menu that is now available, select "Empty Caches"

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations are at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

I know I need to enable cookies for MLB.TV and MLB.com Gameday Audio to function properly. How do I enable cookies on my browser?

Below are directions on how to enable cookies on the most popular browsers supported by MLB.com:

Internet Explorer

Click on the Tools menu and select Internet Options

In the Privacy tab, the bar on the right slides up or down, setting the cookie level

Configure your browser to accept cookies, at your preferred level

Firefox (PC)

Cick on the Tools menu

Select Options

Click the Privacy tab

Check "Accept cookies from sites"

Click OK

Firefox (Mac)

Pull down the Firefox menu and select Preferences

Click the Privacy tab

Check "Accept cookies from sites"

Safari (Mac)

Pull down the Safari menu and select Preferences

Select the Security tab

Configure your browser to accept cookies, at your preferred level

Google Chrome

Click on the Tools menu and select Options

Choose the "Under the Hood" tab

Under the "Privacy" choose the "Cookie Settings" drop down menu

Configure your browser to allow cookies, at your preferred level

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

How do I disable the Pop-Up Blocker built in to my browser?

Below are directions on how to disable Pop-Up Blockers on the most popular browsers supported by MLB.com:

Internet Explorer

Click on the Tools menu and put the mouse over "Pop-up Blocker"

In the menu that pops up select "Turn Off Pop-up Blocker"

Firefox (PC)

Cick on the Tools menu

Select Options

Click the Content tab

Uncheck "Block pop-up windows"

Firefox (Mac)

Pull down the Firefox menu and select Preferences

Click the Privacy tab

Uncheck "Block pop-up windows"

Safari (Mac)

Pull down the Safari menu

Click on "Block Pop-Up Windows" so that there is no longer a check to the left of the where it says "Block Pop-Up Windows"

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

On Windows 95/98/ME, can I use Flash player when accessing my MLB.com subscriptions?

No, Adobe Flash Player 10 (and above) is not compatible with Windows 95, 98, or ME. Adobe Flash Player 10 (and above) is compatible with Windows 2000, XP, Vista, and Windows Server 2003. For more information, see our System Requirements.

For work, my computer requires the use of a VPN Connection and/or Proxy, will this interfere with MLB.TV or MLB.com Gameday Audio?

Yes they can. If you are using a VPN Connection or Proxy and are having problems with MLB.TV or MLB.com Gameday Audio, then you should disable them and try to access the game again.

When I click on the game link, nothing happens and no browser window pops up. What should I do?

Game links for live and archived audio and/or video cause another browser window, which contains our media player, to pop up. If you have a Pop-Up Blocker enabled, whether in your browser or through a separate program or add-on, you may need to either disable the Pop-Up Blocker or add "*.mlb.com" (without the quotation marks) to the blocker's Exceptions List.

If you have any Internet security programs (e.g., Kaspersky, Norton, McAfee), Firewalls or add-ons (e.g., IE7 Pro, Google Toolbar) that include a Pop-Up Blocking feature, you may need to either disable the Pop-Up Blocking feature or disable the program entirely.

For information on how to disable the pop-up blocker built in to your browser, click here.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

When I click on the game link, the Media Player window opens, but the player screen is blank. What should I do?

First, make sure that you have the latest version of your browser and Adobe Flash Player installed, which you can download here. If you are still having problems, disable Hardware Acceleration within Flash Player:

Right click on the video and choose "Settings"

Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".

If that does not help, delete your Flash Cache by going to this page and click "Delete All Sites".

If you have any Internet Security Programs (e.g., Kaspersky, Norton, McAfee), Firewalls or add-ons (e.g., Adblock Plus) that include an Ad-Block feature, you may need to either disable the Ad-Block feature or disable the program entirely. In addition to Adblock Plus, other Firefox add-ons which can prevent the media player from loading properly are Flashblock and NoScript. If you are having problems with the Media Player and have these add-ons installed, disable or uninstall them.

You may also be behind a firewall that is stopping the content. To receive MLB.com content, we recommend setting MLB.com as a trusted site in your firewall software. Please consult the Help section of your firewall software for further support.

If you are still having problems you may need to disable your firewall software or find out if your network (especially if you are in an office) prevents MLB.com or MLB.com features (such as videos) from loading.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

When I click on the game link, all I see is a plug-in prompt or a message saying, "You are watching MLB.com..." What is happening?

If you see only a plug-in prompt or a message that reads, "You are watching MLB.com..." it is likely that the stream you are trying to watch is not yet active. Please confirm the game has started; if so, wait five minutes and check the link again.

I tried to log in to view the game and received a message telling me that I have logged in too many times, or am logged in on multiple computers, what should I do?

Please confirm that other people are not using your account. If you have shared your account information with other people, then you may be prevented from logging in to your account. If you are worried that others are accessing your account, you should change your password under your account profile.

The best way to prevent this error is to log out of MLB.com every time you are finished watching games by clicking the Logout button on the top right of any MLB.com page. The next time that you would like to watch a game you will be prompted to log in before the game launches.

If you have already seen this error message, and you are sure that no one else is using your account, log out of MLB.com, close all of your open browser windows and exit your browser. Next, re-launch your browser, and click on the game that you would like to watch in the Multimedia Center, where you will be prompted to log in again.

MLB.TV / MLB.TV Premium Questions

How can I improve the quality of my video feed?

The MLB.TV Media Player is designed to automatically choose the best video quality setting for you based on the speed of your connection.

For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player.
When playing a live or archived MLB.TV game, if the media player continues to buffer, repeatedly reconnect, or shows only a frame-by-frame "choppy" feed, then there may be a problem with the bandwidth (speed) of your connection. MLB.TV standard content is streamed at a minimum of 1800kbps, so your bandwidth must be consistently pulling 1800kbps to receive a feed. High quality MLB.TV content is streamed within 3000kbps and your bandwidth must be consistently pulling 90% of the streaming rate to receive a high-quality video feed.

For an accurate reading of your connection speed, use our bandwidth test. Bandwidth fluctuates, so perform multiple tests. Keep in mind the test results reflect your bandwidth at the time of testing. Your bandwidth may be different at another time, e.g. the following day or even a few hours later. The recommended bandwidth for MLB.TV standard content is 1800kbps; the recommended bandwidth for higher quality MLB.TV content is 3000kbps and above. A user connecting below the required bandwidth may experience choppiness on their streams.

Finally, if you have implemented the above recommendations and still experience a poor quality video feed, heavy Internet traffic may be the problem.

If you continue to experience difficulties, please contact MLB.TV Customer Support toll free in the U.S. and Canada at 866-800-1275 (International customers can dial 512-434-1542). Please be prepared to provide the following information:

Which games will be available in HD? Is there any special software required to view them in HD?

You may view games with an HD quality picture if the source feed is distributed in HD, you are an MLB.TV or MLB.TV Premium subscriber with the latest Adobe Flash Player and have sufficient bandwidth. For an optimal viewing experience we recommend that you install the latest version of Adobe Flash Player. Our highest quality HD feed requires an Internet connection with a consistent bandwidth of at least 3Mbps. If you do not have this amount of bandwidth, the bitrate will adjust to one of our lower quality streams. If you are unsure what the bandwidth of your Internet connection is, you can check with our bandwidth test.

When I try to play a game, a box comes up says I need to install a new version of Flash Player? What should I do?

Click yes in the message box to install the new version of Adobe Flash Player. Then follow any necessary steps to complete the installation. After the update has completed, you will be able to load the game.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

The video quality of my feed is inconsistent and "choppy". How can I improve it?

First, make sure you have the latest version of Adobe Flash Player installed. You can download the latest version here.

If you are still having problems, try viewing the games in another browser. Keep in mind that on Windows, the installation for Adobe Flash Player is separate for Internet Explorer and Firefox (or any other Internet browser), so you may need to install Adobe Flash Player in the new browser.

In addition, you should close any sites or programs that are open on your computer or network, as these may slow down your Internet connection. For instance, downloading music or movies from an online store, or playing online games on a computer or video game system are all activities that may slow down your connection and negatively impact MLB.TV performance. To make sure you have a fast enough connection at the moment, check the speed of your Internet connection with our bandwidth test.

If no other programs or sites are running and your connection is slow, power cycle your modem and/or router. To do this, unplug your modem, as well as any wired or wireless router you are using, for about 10 seconds. Then re-plug the device(s). Wait a few minutes as your Internet connection resets and, then, try to view the game again.
Finally, if you are still having problems and/or the media player itself is reacting slowly, check to make sure your computer is compatible with our System Requirements.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:

Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

I was switching windows for a game in multi-view and now there is no game in the window, why not?

The game probably ended when you switched windows. Check to see if the game is officially over. If not, exit multi-view and then re-enter and select the game again.

How can I connect my computer to my television to view MLB.TV?

Windows:

Use the necessary video cable to connect your computer to your television. An adapter may be necessary.

Turn off alarm

If you are not connecting your computer to your television with an HDMI cable, to send audio from your computer to your television or sound system, connect your computer's Audio Out or Headphone jack to your television or sound system's corresponding Audio In jacks.

Switch your TV to the channel necessary for viewing the input from the connection you used. This can usually be done via the Source, Video, or Input buttons on your remote (the correct button is specific to the television). If you are using a desktop and the TV is the only display you are using on your computer, skip to step 8.

In the Start menu go to Control Panel or Settings and then Control Panel.

In Windows XP double click on the Display icon, and then choose the Settings tab for the display settings. In Windows Vista, choose Personalization and then Display Settings.

Choose your television from the drop down menu under the word "Display" (if you do not see another monitor listed, restart your computer). Check the boxes next to "Extend my Windows desktop on to this monitor" and "Use this device as my primary monitor". Hit Apply.

Launch a game, choose to view it in full screen by clicking on the Full Screen icon on the bottom right of the player.

Macintosh:

Use the necessary video cable to connect your computer to your television. An adapter may be necessary.

If you are not connecting your computer to your television with an HDMI cable, to send audio from your computer to your television or sound system, connect your computer's Audio Out or Headphone jack to your television or sound system's corresponding Audio In jacks.

Switch your TV to the channel necessary for viewing the input from the connection you used. This can usually be done via the Source, Video, or Input buttons on your remote (the correct button is specific to the television). If you are using a desktop and the TV is the only display you are using on your computer, skip to step 7.

Open System Preferences and click Displays. If your display hasn't already been detected and functioning, click on the "Detect Displays" button.

Click on the Arrangement tab. Set up the correct alignment between your computer display, and the TV. Then drag the menu bar on the current primary display over to the display representing your television. This will set your TV as the primary display.

If you would like to change the screen resolution and attempt to improve the image, you can do so by clicking on a different resolution under "Resolutions" in the Display window that is open on your TV. Keep in mind that Apple already detects and implements the native resolution for the display.

Launch a game, choose to view it in full screen by clicking on the Full Screen icon on the bottom right of the player.

Note:
As with most products from MLB.com, MLB.TV is designed for viewing on a computer. However, we have had good results with watching MLB.TV on a television monitor using the instructions above. You can also view MLB.TV on your television by using one of the supported devices listed here.

I switched to full screen mode and the message to "Press ESC to Exit Full Screen Mode" will not go away, what can I do?

You probably have an older version of Adobe Flash Player installed. Upgrade your Flash Player to the latest version by clicking here, then close and restart your browser.

Re-launch the player and the full screen message should now go away after a few seconds.

I launched the game in Full Screen and now my laptop's touchpad does not work, what happened?

This may be due to a problem that occurs between Adobe Flash Player and laptops with Synaptics touchpad drivers. If this happens to you, simply hit the space bar and your touchpad should start working again.

I have received a Flash Player error or the quality of the video is very poor and/or choppy compared to how it should normally look at this quality level. What should I do?

If you continue to have problems, disable Hardware Acceleration within Flash Player:

Right click on the video and choose "Settings"

Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".

When trying to launch a game the media player opens and only shows a gray screen with the silhouette of the MLB logo or my browser hangs and the game does not start up. What can I do?

If you are receiving a gray screen with the silhouette of the MLB batter logo in the player please try the following:

Disable any Ad Blocking features or plug-ins that you may have enabled in your browser or security programs. If you are using Firefox, disable the following plug-ins if you are using them: AdBlock Plus, FlashBlock, and NoScript.

DISCLAIMER REGARDING CHANGING YOUR COMPUTER'S CONFIGURATION:
Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

I am trying to watch a live MLB.TV game and can see that the video is playing, however the image is jumbled and unclear, blurring the colors of the video. What should I do?

To resolve this issue, disable Hardware Acceleration within Flash Player:

Right click on the video and choose "Settings"

Under the left most tab are the Display settings, in here, uncheck the box for "Enable Hardware Acceleration", then click "Close".

After disabling Hardware Acceleration close the game and then relaunch it.

Disclaimer Regarding Changing Your Computer's Configuration:
Any change you make to your configurations is at your own risk. In no event shall MLB.com or any other MLB entity be responsible or liable for any damage, failure, interruption or error to your computer, software and/or operating system with respect to any changes made based on the above suggested configurations.

In Postseason.TV, I am watching multiple angles, yet some angles seem out of sync with the others. What can I do to make them more in sync?

Restart the angle that is out of sync. To do this, drag the feed from the camera angles list in to its window so that the feed restarts. or example, if you have the Mosaic feature (quad view) open with four feeds and Center Field seems behind, drag Center Field from the cameras list to that window again so that it reloads the feed. If multiple feeds seem out of sync, please do this with all of the feeds that are behind.

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When I try to watch a game, the media player opens to a blank white screen and/or I can hear audio but do not see any video. What should I do?

If the media player opens to a blank white screen which may play audio but no video when you try to watch a game, you should disable Hardware Acceleration in Adobe Flash Player. First, make sure that you have the latest version of Adobe Flash Player installed. Then, disable hardware acceleration in Flash Player by loading a highlight video on MLB.com, right click on the video, choose "Settings", click on the first tab in the window that comes up, and uncheck the option to "Enable hardware acceleration", then click "Close". After disabling hardware acceleration, try watching a game again.